Troubleshooting network signal issues

Restarting your device is by far one of the simplest and proven ways to re-establish connection with the network and ensure your data, SMS, phone and dialing services are working. Some devices allow you to remove the battery (it is preferred that you safely power off the device fully, then remove the battery).

Common issues which may affect individuals with registering on the network are:

The sim card is placed incorrectly into the device.

The sim card is damaged

The sim card is inactive or expired

Here are a few steps to ensure that you are entering the sim card correctly into the device:

Step 1. Based on the device, confirm which type of sim card is supported.

The three common types of sim cards are: Normal, Micro and Nano.

Step 2. Verify the location of the sim card tray and match the position of the sim card in relation to the sim marker as seen below:

Step 3. Ensure the sim card is not damaged.

If the surface or gold foil of the sim card is scratched, or the sim is bent or broken, this can hinder the phone's ability to read the sim card and therefore connect to the network.

Here are a few examples of errors you may observe with a faulty or damaged sim card:

In the event of a damaged sim card, a sim replacement is recommended. This ensures you keep your phone number as it is transferred to a working sim card. Visit a store to get this completed.

Step 4. Confirm that the sim card is expired or inactive.

You can confirm the sim card status by dialing the code *124#:

You can utilize the My Digicel App on your phone or the Self Care portal on the website to view your sim card status. After logging into the app, Select 'Account & Balances':

You can view your phone number and the 'Service Fee Expiry' date of your sim card. Topping up your phone adds air time and keeps the number active.